Search results

1 – 10 of over 1000
Article
Publication date: 14 November 2022

Misun (Sunny) Kim and Jichul Jang

Drawing on social penetration theory (SPT) and social exchange theory, this study examines whether and why customer empathy for frontline employees (FLEs) and employee…

Abstract

Purpose

Drawing on social penetration theory (SPT) and social exchange theory, this study examines whether and why customer empathy for frontline employees (FLEs) and employee self-disclosure influence customer citizenship behavior (CCB).

Design/methodology/approach

This study’s hypotheses were tested using two studies (study 1 had an experimental design, and study 2 had a survey design) with restaurant customers.

Findings

The results indicate that when customers have a higher level of customer empathy for FLE, the likelihood that customers will exhibit CCB increases. Employee self-disclosure provides a greater advantage in fostering CCB. A mediating effect of rapport in the relationship between customer empathy for FLE, employee self-disclosure and CCB is also found, while no interaction effect of customer empathy for FLE and employee self-disclosure on CCB is supported.

Originality/value

Maintaining a focus on the interpersonal nature of interactions between customers and employees in co-creating values, this research advances the CCB literature by newly identifying customer empathy for FLEs and employee self-disclosure as predictors of CCB that have not yet been tapped. The underlying mechanism via rapport is also explained using the value co-creation perspective.

Details

Journal of Service Theory and Practice, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 1 November 2022

Nava Rothschild and Noa Aharony

This study explores the motivations for sharing personal information and self-disclosure by mentally ill people in public and private Facebook groups. The purpose of the…

Abstract

Purpose

This study explores the motivations for sharing personal information and self-disclosure by mentally ill people in public and private Facebook groups. The purpose of the self-disclosure comparison between public and private groups is to understand how mentally ill people use different kinds of online communication channels in order to advance their goals and needs concerning their illness.

Design/methodology/approach

The study was carried out using questionnaires distributed in Facebook groups for people with mental illnesses. A total of 123 full and valid questionnaires were received. Statistical analysis was performed on the data.

Findings

Findings revealed that there are no significant differences between public and private groups concerning motivations for self-disclosure and that both types of groups create a safe and supportive place for mentally ill people. However, findings suggest that participants in public groups tend to display higher social involvement than those who participate in private groups.

Originality/value

This is a path breaking study on the entire subject of discourse of people with mental illnesses in private Facebook groups and its importance is derived from this. The study clarified and emphasized the importance of the sense of belonging to a community. Moreover, findings encourage people with mental illnesses to make use of social media channels to meet their social and personal needs.

Details

Aslib Journal of Information Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2050-3806

Keywords

Book part
Publication date: 11 June 2021

Tommy K. H. Chan

The proliferation of social networking sites (SNSs) has drawn attention to different parties in realising their goals. Advertisers utilise SNSs to promote new products and…

Abstract

The proliferation of social networking sites (SNSs) has drawn attention to different parties in realising their goals. Advertisers utilise SNSs to promote new products and services; politics optimise SNSs to gather support from the public, while ordinary users use SNSs as a unique platform to practice self-disclosure, develop networks, and sustain relationships. This study explores how social anxiety affects self-disclosure on SNSs and well-being. It also examines the moderating effects of two contextual factors, namely, online disinhibition and psychological stress. Two hundred and thirty-four valid responses were collected via an online survey. A positive relationship between social anxiety and self-disclosure, and self-disclosure and well-being was found. Furthermore, a positive moderation effect among social anxiety, online disinhibition, and self-disclosure was revealed. This research contributes to the development of social networking literature. It also enhances the understanding of disclosure patterns on SNSs among socially anxious individuals, thereby providing important insights for practitioners, educators, and clinicians.

Details

Information Technology in Organisations and Societies: Multidisciplinary Perspectives from AI to Technostress
Type: Book
ISBN: 978-1-83909-812-3

Keywords

Open Access
Article
Publication date: 18 August 2022

Jonna Pauliina Koponen and Saara Maria Julkunen

This paper aims to explore how and why salespeople enhance or hinder long-term business-to-business (B2B) customer relationships at the interpersonal level by considering…

Abstract

Purpose

This paper aims to explore how and why salespeople enhance or hinder long-term business-to-business (B2B) customer relationships at the interpersonal level by considering self-disclosure and relational cost and reward evaluations.

Design/methodology/approach

Data from interviews (N = 47) with B2B sales professionals were analyzed, focusing on the shift of the phases in long-term B2B customer relationships.

Findings

Long-term B2B customer relationships evolve at the interpersonal level through a process of continuous relational cost and reward evaluation, self-disclosure and business disclosure in three phases: becoming business partners, collaborative partners and collaborative and personal partners. The reward evaluations progress from being business related to including even more relational benefits. Disclosure progresses through general business disclosure and general self-disclosure; strategic business disclosure and personal life self-disclosure; and synergistic business disclosure and private self-disclosure.

Research limitations/implications

The long-term B2B customer relationships could be studied at the interpersonal level from the customer’s perspective. Self-disclosure could be studied in cross-cultural settings as well as gender differences should be considered in future studies. Business and social penetration theory could be applied to investigate different types of relationships and other professional relationships, such as those between employers and employees. It would be important to test whether the business-related and self-disclosure subtypes apply to the development of other types of professional relationships or whether other disclosure subtypes exist. The authors recommend exploring salespeople’s and customers’ privacy management strategies in multiple communication channels.

Practical implications

Managers may apply the results of this study in their customer relationship management and sales training.

Originality/value

The findings outline a contextual extension of social penetration theory.

Details

European Journal of Marketing, vol. 56 no. 13
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 25 May 2022

Hung Thanh Nguyen and Thi Truc Quynh Ho

Online self-disclosure and online social support have important effects on well-being. The purpose of this study was to examine the indirect effect of online social…

Abstract

Purpose

Online self-disclosure and online social support have important effects on well-being. The purpose of this study was to examine the indirect effect of online social support through social networking sites (SNSs) in the link between online self-disclosure through SNSs and well-being among Vietnamese adolescents.

Design/methodology/approach

Using a convenience sample of 980 Vietnamese adolescents (332 men, 648 women) and three scales (the Subjective Happiness Scale, the Self-Disclosure Scale and the Two-Way Social Support Scale), this study investigated whether online self-disclosure has a direct and indirect effects on well-being when mediated by online social support.

Findings

Mediation analysis showed that online social support partially mediated the link between online self-disclosure and well-being among Vietnamese adolescents, β = 0.008, standard error = 0.004, confidence interval = [0.001, 0.017].

Originality/value

This study provides an important practical basis for developing interventions to improve the well-being of adolescents who use SNSs. This finding indicated that adolescents’ well-being can be enhanced through online self-disclosure and online social support.

Details

Mental Health and Social Inclusion, vol. 26 no. 4
Type: Research Article
ISSN: 2042-8308

Keywords

Article
Publication date: 22 March 2022

Xueqin Lei, Hong Wu, Zhaohua Deng and Qing Ye

The purpose of this research is to investigate how postpartum mothers conduct self-disclosure on social media may obtain social support and therefore improve their depressive mood.

Abstract

Purpose

The purpose of this research is to investigate how postpartum mothers conduct self-disclosure on social media may obtain social support and therefore improve their depressive mood.

Design/methodology/approach

The authors extract variables of self-disclosure by manual coding postpartum mothers' 835 posts from a parenting social media in China. The ordinary least squares model and the binary logistic regression model are used to test the proposed hypotheses.

Findings

The study suggests that both mothers' superficial level disclosure and personal level disclosure positively affect online social support received, and the effect of personal level disclosure on social support is much greater than that of superficial level disclosure. Online social support received is related to the content of the post and reduces mothers' depressive mood. The authors further find that the association between personal level disclosure and depressive mood is fully mediated by social support.

Research limitations/implications

The data are collected from a parenting social network. Although it is the major parenting social media with the most users in China, the generalizability of this model and the findings to other social media need additional research.

Practical implications

This study offers implications for researchers and practitioners with regard to social media uses and impacts, which also has important implications for policy and interventions for the mental health of mothers.

Originality/value

This paper makes theoretical contributions to the literature of social penetration theory and social support by (1) dividing self-disclosure into superficial level disclosure and personal level disclosure according to the intimacy of self-disclosure; (2) empirically investigating the direct effect of online self-disclosure on social support and the mediating effect of social support between online self-disclosure and mothers' depressive mood.

Details

Information Technology & People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 22 November 2021

Nava Rothschild and Noa Aharony

The Internet enables various voices and opinions that previously did not participate in the community discourse to express themselves. People with mental illnesses make…

Abstract

Purpose

The Internet enables various voices and opinions that previously did not participate in the community discourse to express themselves. People with mental illnesses make use of social networks to advance their special needs in varied ways. The study aims to examine the nature of the discourse that takes place in public and private groups of people with mental illnesses.

Design/methodology/approach

The research corpus consisted of the content of 615 messages taken from public and private groups of people with mental illnesses in Facebook. Linguistic parameters (the total number of words, the number of words in the first person) were examined for each message. Two skilled judges classified the messages on a self-disclosure scale to determine the degree of disclosure of personal information, thoughts and emotions.

Findings

The results of the study indicate that the messages published in public groups are longer than the messages in private groups; however, the level of personal disclosure in messages written in private groups is deeper than in messages written in public groups. In addition, the level of self-disclosure in opening posts was found to be greater than the level of self-disclosure in comments.

Practical implications

In the study, the authors focus on the ways people in excluded populations make use of virtual tools to advance both their personal and social needs.

Originality/value

The study is innovative, as it explores the discourse of people with mental illnesses in public and private groups on Facebook.

Details

Online Information Review, vol. 46 no. 5
Type: Research Article
ISSN: 1468-4527

Keywords

Article
Publication date: 28 October 2021

Naurin Farooq Khan, Naveed Ikram, Hajra Murtaza and Muhammad Aslam Asadi

This study aims to investigate the cybersecurity awareness manifested as protective behavior to explain self-disclosure in social networking sites. The disclosure of…

Abstract

Purpose

This study aims to investigate the cybersecurity awareness manifested as protective behavior to explain self-disclosure in social networking sites. The disclosure of information about oneself is associated with benefits as well as privacy risks. The individuals self-disclose to gain social capital and display protective behaviors to evade privacy risks by careful cost-benefit calculation of disclosing information.

Design/methodology/approach

This study explores the role of cyber protection behavior in predicting self-disclosure along with demographics (age and gender) and digital divide (frequency of Internet access) variables by conducting a face-to-face survey. Data were collected from 284 participants. The model is validated by using multiple hierarchal regression along with the artificial intelligence approach.

Findings

The results revealed that cyber protection behavior significantly explains the variance in self-disclosure behavior. The complementary use of five machine learning (ML) algorithms further validated the model. The ML algorithms predicted self-disclosure with an area under the curve of 0.74 and an F1 measure of 0.70.

Practical implications

The findings suggest that costs associated with self-disclosure can be mitigated by educating the individuals to heighten their cybersecurity awareness through cybersecurity training programs.

Originality/value

This study uses a hybrid approach to assess the influence of cyber protection behavior on self-disclosure using expectant valence theory (EVT).

Details

Kybernetes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 23 September 2021

Iftakar Hassan Abdulla Haji, Alessandro M. Peluso and Ad de Jong

This study aims to integrate and extend existing approaches from self-identity literature by examining the underexplored aspects of online private self-disclosure. The…

Abstract

Purpose

This study aims to integrate and extend existing approaches from self-identity literature by examining the underexplored aspects of online private self-disclosure. The study first explores the experiential value co-created when consumers voluntarily self-disclose on public platforms. Second, it sheds light on what motivates such consumers to disclose private self-images and experiences, thus giving up some degree of privacy on an unrestricted platform.

Design/methodology/approach

This study conducted 65 laddering interviews and observed the profiles of ten consumers, who actively posted self-images on Instagram, through a netnographic study. Then, this study implemented a means-ends chain analysis on interview data.

Findings

This study found that online private self-disclosure can involve a co-created experiential value that consists of consumers’ self-affirmation, affective belief and emotional connection. These value components derive from three higher-order psychological consequences – empowerment, buffering offline inadequacy of self-worth and engagement – and four functional consequences – opportunity to learn, online control, self-brand authenticity and impression management.

Implications

Operationally, this study proposes that Instagram could be configured and synched with other social networking sites to provide a more complete representation of the online self. Using algorithms that simultaneously pull from other social networking sites can emotionally connect consumers to a more relevant and gratifying personalized experience. Additionally, managers could leverage the findings to tailor supporting tools to transfer consumers’ private self-disclosure skills learned during online communication into their offline settings.

Originality

This research contributes to the extant marketing literature by providing insights into how consumers can use private self-disclosure to co-create experiential value, an emerging concept in modern marketing that is key to attaining satisfied and loyal consumers. This study shows that, even in anonymous online settings, consumers are willing to self-disclose and progress to stable intimate exchanges of disclosure by breaking their inner repression and becoming more comfortable with releasing their desires in an emotional exchange.

Details

European Journal of Marketing, vol. 55 no. 12
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 30 March 2021

Yu-Hsun Lin and My Giang Chu

Motivating users to revisit a social networking site (SNS) by developing a long-term relationship with them is critical for SNS operators to enhance market control and…

Abstract

Purpose

Motivating users to revisit a social networking site (SNS) by developing a long-term relationship with them is critical for SNS operators to enhance market control and competitiveness. By conceptualizing loyalty intention as an indicator of the long-term relationship, the present study, based on uses and gratification (U&G) theory, aims to explore the role played by online intimacy development with respect to loyalty intention when individuals have gained gratifications through using the SNS.

Design/methodology/approach

The study used a questionnaire measuring six types of Facebook gratifications as well as measuring self-disclosure breadth, self-disclosure depth, intimacy with Facebook, intimacy with Facebook friends and loyalty intention. Data, collected from the University of Economics in Vietnam, were analyzed using the partial least squares (PLS) approach.

Findings

The results support several findings: (1) the gratifications including entertainment, network extension, recognition and emotional support provided by Facebook may stimulate the users' intimacy with Facebook and/or Facebook users; (2) intimacy with Facebook and intimacy with Facebook friends facilitate users' loyalty intention; (3) having a sense of emotional support influences users to engage in self-disclosure with breadth and meaningful depth, thus leading them to develop a sense of intimacy with Facebook friends.

Originality/value

The study contributes to U&G research, intimacy theory and the SNS literature by offering an understanding of users' online communication self-disclosure and intimacy development, wherein the self-disclosure and intimacy stem from the users' gratifications via using specific SNS services and, in turn, create their loyalty intention toward that SNS.

Details

Online Information Review, vol. 45 no. 6
Type: Research Article
ISSN: 1468-4527

Keywords

1 – 10 of over 1000